topic Re: unable to upgrade in app and online in EE app and website

unable to upgrade in app and online

Erezb — Sat, 13 May 2023 14:58:36 GMT

I am trying to upgrade as the site informs me I am eligible for free upgrade. I get sent to the page that shows the shop tab abd upgrade tab but the upgrade tab does not work. I tried both the apps and 3 different browsers (chrome, edge, opera) and it is always the same

Re: unable to upgrade in app and online

Chris_B — Sat, 13 May 2023 21:28:08 GMT

@Erezb Try clearing your browser history and cookies.

Re: unable to upgrade in app and online

Wales84 — Mon, 15 May 2023 16:39:33 GMT

I sent a text message (up) to 150 and the reply was that I’m eligible for an upgrade but when I head online or through the app It says I’m not eligible yet. I’m on a sim only plan for the last 2+ years and I want a device plan

Re: unable to upgrade in app and online

James_B — Mon, 15 May 2023 16:53:26 GMT

Hi @Wales84,

Welcome to the EE Community. 🙂

I'm sorry to hear you've been unable to upgrade online. Please get in touch on 150 so our upgrades team can help.

James

Re: unable to upgrade in app and online

Stockl — Sun, 13 Oct 2024 19:32:29 GMT

I'm having the same issue but then compounded by the issue that EE don't respond to their message service. I have attempted to contact via this service four different chats and am yet to speak to a advisor. Absolutely disgusting.

Re: unable to upgrade in app and online

PaulyM — Sun, 13 Oct 2024 23:08:02 GMT

I'm sorry for your issue but to be honest, you have got to be doing
something wrong or something that the system doesn't like. What exactly is
it that you are trying to upgrade? Your plan, your phone, your broadband,
your payment plan? These all have different answers but if you let me know
what it is exactly, I will get you the answer.

Paul Marshall

Re: unable to upgrade in app and online

Rach_H — Mon, 14 Oct 2024 07:49:35 GMT

Hi @Stockl

Welcome to the Community!

If you're not able to complete your upgrade online then I'd recommend giving our team a call. They can help you complete your upgrade, and see why you were having trouble, so this doesn't happen again in fuure.

Rach